Transparent figure with blue and sublit background to denote the machine learning and Ai capabilities brought to Microsoft Dynamics 365 in the new interactive assistant Copilot.

How machine learning in Microsoft Dynamics 365 Copilot unlocks workforce potential

Designed to supercharge interactive, AI-powered assistance across various business functions, the arrival of Microsoft Dynamics 365 Copilot signals a major breakthrough in operational optimisation for users of cloud ERP software within all sectors. Building on recent AI momentum across Microsoft Dynamics 365 and the Power Platform, this ushers in a new era of productivity never seen before. But what does this mean for Dynamics 365 users specifically, and how can it help businesses propel their offerings and accelerate growth?

Empowering organisations to unleash the full potential of their workforce, the journey (for many) is only just beginning. Read on to learn about which Dynamics 365 modules Copilot is either available, or accessible on preview, and you also may want to check out our recent blog on the first Dynamics 365 update in 2023.


Dynamics 365 Sales and Viva Sales

With recent Microsoft data indicating sales departments spend as much as two thirds of their day checking and responding to emails, Copilot presents a significant advantage for businesses across the globe. Put simply, its ability to handle time-consuming tasks puts teams back in the driving seat, freeing up valuable time that is better spent with customers. As part of Microsoft Viva Sales (included in Dynamics 365 Sales and available for purchase separately), Copilot’s AI-powered insights and actions can help boost productivity – from  generating email responses to creating summaries of Teams meetings in Microsoft Outlook, (and even pulling in details from the CRM including product and pricing information). This enables sellers to dramatically reduce the days spent on time-sapping clerical tasks in favour of engaging directly with clients on a more personal level.

Two women sat at a desk looking at a laptop where they are taking advantage of Microsoft Dynamics 365 Copilot to help them improves sales.


Dynamics 365 Customer Insights and Marketing

Streamlining workflows within data exploration, audience segmentation, and content creation, Copilot further complements Dynamics 365 Customer Insights – currently available in limited preview – allowing marketers to curate personalised, laser-targeted customer segments. Through a series of prompts for example, marketers can use natural language to ask questions that help them explore, analyse and understand these preferences – without the need for SQL expertise. Professionals may also receive suggestions regarding additional segments that may not have been previously considered – with Copilot matching customers that fit a select profile. When it comes to fresh campaign content, Copilot can support team members by making suggestions based on previously entered topics and existing marketing materials – as well as from a range of online sources to help drive the relevance of generated ideas.


Dynamics 365 Customer Service

As customer expectations continue to rise, businesses are turning to trust-building and transparency to retain their clients through gold-star customer service. Now available in limited preview, Copilot in Dynamics 365 Customer Service empowers agents to champion outstanding customer care by leveraging round-the-clock, AI-powered expertise. With its ability to generate contextual responses to queries in chat and email (and thus removing the need to draft), Copilot also provides an interactive chat experience using knowledge bases and case history. By expediting the process of resolving customer issues, teams are better equipped to handle customer enquiries both efficiently and accurately, resulting in improved customer satisfaction and loyalty in the long-term.

Male customer service operative wearing a headset and using Microsoft Dynamics 365 Copilot to assist in resolving issues with a customer swiftly with AI-based suggestions.


Dynamics 365 Supply Chain

With modern supply chains a behemoth of complexities, there are countless factors that can impact key processes along the way. Designed to help customers proactively identify potential disruptions, Copilot can assist with taking action to mitigate their impact as part of the newly launched capabilities of Microsoft Supply Chain Centre (now available in limited preview). Armed with predictive insights, Copilot can flag external issues from weather to financials to geographical restrictions that may block supply chain processes. Impacted orders across materials, inventory, carrier, and distribution networks for instance can be identified and addressed before they become major problems.


As a new generation of users demand their CRM and ERP applications to include AI-powered expertise, Dynamics 365 Copilot now brings the very latest in AI technology to every line of business. Leaders can automate the tedious, repetitive background tasks of yesterday, improve both the customer and employee experience – as well as operational efficiency – and empower their employees to focus on what they truly do best. Copilot is leading the way towards a more efficient, effective, and sustainable future for businesses of all sizes and  we can’t wait to hear what our Dynamics 365 customers think of it!


Could innovations like Microsoft Dynamics 365 Copilot help your business realise its true potential? Whether you’re a new or existing customer, our team can advise on how to leverage your solution to meet your specific needs. To discuss your options further, use our call back form to get in touch with our team.